Service Recovery and Retention Strategies Training Course
Course Overview
| Course Title | Service Recovery and Retention Strategies Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Center along Tala Road, Runda, Nairobi |
| Target Industries |
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| Target Job Roles |
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| Course Fees (Face-to-Face) | TBA |
| Course Fees (Virtual) | TBA |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview
This course provides comprehensive strategies for effective service recovery, turning negative experiences into opportunities for building stronger customer loyalty.
Course Duration
5 Days
Target Audience
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Customer service representatives
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Retention specialists
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Team leaders and managers
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Escalation handling teams
Personal Impact
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Master service recovery techniques
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Develop confidence handling difficult situations
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Learn retention strategy implementation
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Enhance problem-solving skills
Organizational Impact
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Reduced customer churn
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Improved customer retention rates
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Higher recovery satisfaction scores
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Increased customer lifetime value
Course Objectives
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Implement effective service recovery frameworks
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Develop retention strategies for at-risk customers
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Master communication during service failures
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Create proactive prevention systems
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Measure recovery effectiveness
Course Modules
Course Outline
Module 1: Service Recovery Fundamentals
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Principles of effective service recovery
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Cost of poor service vs. recovery investment
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Case study: Companies that excel at service recovery
Module 2: Recovery Communication Techniques
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Empathetic communication during crises
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De-escalation strategies
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Role play: Handling angry customers effectively
Module 3: Retention Strategy Implementation
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Identifying at-risk customers
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Developing save offers and solutions
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Workshop: Creating retention playbooks
Module 4: Root Cause Analysis and Prevention
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Investigating service failures
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Implementing preventive measures
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Group project: Analyzing real service failure cases
Module 5: Measuring Recovery Success
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Key recovery metrics and KPIs
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Continuous improvement cycles
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Case study: Successful retention program implementation
Course Administration
Methodology
This instructor-led training course is delivered using a blended learning approach comprising presentations, guided practical sessions, web-based tutorials, and group work.
Accreditation
Participants will receive a Tech For Development Certificate of Course Completion.
Training Venue
Held at the Tech For Development Training Centre.
Accommodation & Airport Transfer
Arranged upon request.
Email: letstalk@techfordevelopment.com
Phone: (+254) 790 824 179
Tailor-Made
Customised training available.
Payment
Send proof of payment to letstalk@techfordevelopment.com.
